At Mama Girl Baking, we take great pride in the quality of our cakes and customer satisfaction. We understand that sometimes things may not go as planned, and we are committed to ensuring a fair and transparent refund process.
Please review our Refund Policy below to understand the conditions under which refunds may be issued.
1. Order Cancellation and Amendment
We understand that plans can change. To cancel or amend your order, please notify us at least 2 days before the scheduled pickup or delivery time. Unfortunately, we cannot offer refunds for cancellations made within 48 hours of the scheduled pickup or delivery time, as our team will have already started preparing your custom cake.
2. Damaged, Defective, or Incorrect Cakes
If you receive a cake that is damaged, defective, or incorrect, please contact us within 2 hours of receiving your order. We will require photographic evidence of the issue to assess the situation. If the issue is deemed to be our fault, we will decide whether to provide a replacement cake (subject to availability) or issue a full refund. Please note that all items should remain original and unconsumed for a refund or exchange of the product.
3. Issues with Non-Edible Items
If you receive non-edible items (such as candles or cake cutters) that are damaged or faulty, please contact us within 24 hours of receiving your order. We will require photographic evidence of the issue to assess the situation. If the issue is deemed to be our fault, we will decide whether to provide a replacement item (subject to availability) or issue a full refund.
4. Dissatisfaction with Cake Quality
Your satisfaction is our top priority. If you are not satisfied with the quality of your cake, please contact us within 24 hours of receiving your order. We will assess your concerns and, if appropriate, offer a replacement cake or a partial/full refund.
Note: Refunds in this case are determined on a case-by-case basis, and subjective matters of personal taste may not qualify for a refund.
5. Late or Non-Deliveries
Mama Girl Baking will not take responsibility for late or non-deliveries under the following circumstances:
- The recipient is not present at the premises during the requested delivery time.
- The provided address or contact number is incorrect.
- There is no such person at the premises.
In rare cases of delayed delivery due to circumstances beyond our control, Mama Girl Baking will not be held liable for any claims. However, if we are unable to complete your cake and hand it over to our delivery partner within a reasonable timeframe before the agreed-upon delivery or pickup time, we will promptly contact you to inform you of the delay and discuss alternative options. This may involve a partial refund or rescheduling the delivery or pickup.
Please note that once your order has been handed over to our delivery partner reasonably within the agreed timeframe, Mama Girl Baking cannot be held responsible for any subsequent delays in delivery. In such cases, we are unable to offer refunds or reschedule deliveries.
We encourage you to take potential delays into account when selecting your delivery time slot. If you need your items within a specific timeframe, we recommend choosing self-pickup or an earlier delivery slot to ensure you receive your order promptly.
6. Refund Processing Time
Once your refund request has been approved, please allow 7-14 business days for the refund to be processed and credited to your original payment method. We appreciate your patience during this process.
7. Contact Information
If you have any questions about our Refund Policy or need assistance with a refund request, please don’t hesitate to contact our customer service team. You can reach us by whatsapp at +6014-511 5148 or by email at [email protected].
We are here to help and ensure your experience with Mama Girl Baking is a positive one.
Thank you for Choosing Mama Girl Baking
At Mama Girl Baking, we strive to provide the highest quality cakes and exceptional customer service.
We understand that sometimes things may not go as planned, and our Cancellation and Refund Policy is designed to address these situations fairly and transparently.
We appreciate your understanding and look forward to serving you with delicious, customized cakes for your special occasions.